Duty Manager
Duty Manager
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Job Description
Planning & Organizing:
- Review and update Logbook
- Check equipment
- Be Smart well-groomed and maintain a friendly and cheerful disposition all the times
- Oversee the day to day operations
- Report regularly on happening to Supervisors / Night Manager (if on shift).
- Monitor Employees performance/ Coaching
- Fire Procedure
- First Aid Procedures
- Handle guest complaints and report to manager
- Implement and coordinate the Front Office OSM
- Perform as per OSM Standards and in line with the Companys Values and Core Behaviour.
- Be fully aware of the Talk of the Walk for the day
- Proper grooming at all times
- Attend training classes as per schedule
- Show fullest cooperation and respect within the team and other departments
- of all Is aware of the daily activities and has product knowledge the hotel facilities
- Ensure panic report is printed during the shift at least twice.
Operations:
- Prepare for daily arrivals in terms of room allocation amenities and special requests of guests.
- Announce VIP rooms to Housekeeping and F&B departments
- Ensure VIP rooms are ready checked and all in order prior arrival
- Attend management morning briefing if needed/requested
- Take responsibility of your shift & handle situations ensure that reception team on shift is looked after and helped if needed
- Register and process check in for all arrivals
- Conduct daily briefing & ensure IQ standard is followed
- Perform Check in & Check Out at the reception
- Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
- Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
- Check online comments (Tripadvsior etc) and investigate issues then report to the manager
- Ensure guest comments are investigated and reply back to guest accordingly
- Assist in achieving TrustYou targets
- Attend guest requests and take action accordingly
- Handle guest complaints and take action immediately to ensure satisfaction is delivered
- Assist Hotel Manager on Duty when/if required
- Accountable for cashiering duties foreign exchange transactions night audits tasks and settlement upon guests departure.
- Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
- Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Check Paymaster daily and give feedback RDM with action taken
- Encourage rooms & breakfast upselling daily to the team and share result and feedback
- Check Hotel situation occupancy functions groups MIPs
- File daily reception report and documents systematically.
- Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
- Maintain daily courtesy call sheet and share feedback/action with the manager
- Attend Credit meeting when requested
- Attend Revenue meetings when requested.
- At the end of the shift or the day he has to communicate all information that the next shift has to know for a well running of the operations.
- Co-ordination and information with the Front Office Housekeeping F&B and especially with the General Manager regarding MIPs and VIPs.
- To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments informs General Manager.
- Other duties as assigned.
- Perform duties in a manner that respects Mvenpick Hotels & Resorts Core Behaviours which are Trust Relationship Entrepreneurship and Drive.
- Assist in Task Force Teams for new openings
- Carry out any other reasonable task (which may not be stated here) as requested.
- Attend and chair the daily briefings.
Qualifications :
Core Behaviours
Core behaviours are our actions: what we say what we do and how we interact with one another. Our behaviours come from what we believe in what we value. At Mvenpick Hotels & Resorts we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.
Trust: Operates with fairness and integrity fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.
Relationships: We build and maintain strong connections with colleagues and guests valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.
Drive: We are action-oriented setting direction for self and others clarifying goals and objectives and overcoming barriers and challenges to produce results.
Entrepreneurship: We fully understand the business and market context identifying and seizing opportunities for continuous improvement and supporting change.
Additional Information :
- Diploma/ bachelors degree in hospitality management or related field preferred
- Minimum 1 year or relevant experience in luxury hotels and resorts
- Good working knowledge of Opera System.
- Fluent in spoken and written English
- Possesses great leadership and motivational skills
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
